OBJECTIVE STATEMENT: Obtain a position in an IT department as a System Support Analyst where my computer systems and professional experience in Internetworking will provide high quality interaction with internal and external customers to resolve various system issues. Strong ability to assess, learn, and contribute quickly in a professional team environment.

SPECIALTY SKILLS:

Proficiency in Microsoft Suite (Word, Excel, Power-Point and Publisher)

Interpreter and Translator French (Spoken-Written), English (Spoken-Written)

EDUCATION:

Associate Degree, Network Systems Administrator, ITT Technical College, Eden Prairie, MN in progress June 2015

Bachelor Degree, Physics and mathematics, University of Douala Cameroon, Africa July 1997

International Baccalaureate, Saker College Douala Cameroon, Africa June 1993

CAREER HIGHLIGHTS / QUALIFICATIONS:

RCIS-ZURICH North America, Technical Service Specialist II January 2017 - Present

Following established guidelines, responds to telephone inquiries concerning support, processing or request procedures, systems status and network connectivity, and a variety of basic to moderately complex applications, hardware and software problems.

• Records inquiries, repair and service requests, resolves or directs request to appropriate technical area or

Vendor, tracks status and follows up to ensure client satisfaction.

• Escalates to or consults with senior staff when solution is unclear.

• Reports problems with procedures and suggests improvements.

• Will perform diagnostics and troubleshooting on customer technical related problems.

• May be assigned as a focal point for emergency software and/or issues or requests.

DITECH Financial, IT Service Desk Technician June 2016 – December 2016

Answer and resolve inbound technical calls at a corporate help desk, efficiently and professionally.

Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal.

Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.

Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, RSA Tokens and VPN access in a Windows XP and Windows 7 environment, offering a variety of level 1 to 2 solutions over the phone. Using remote control tools to assist customers when needed.

Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base.

Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.

Adhere to policies and procedures regarding the safeguarding of protected information, and access to corporate systems.

Escalate high priority, high impact issues to the internal support teams.

Lotus Notes – Reset passwords, update/rebuild profiles and configure user’s workspace.

Citrix – Reset passwords, update/rebuild profiles and configure Citrix receiver environment.

INTERNATIONAL DAIRY QUEEN, IT Service Desk Technician March 2016 – June 2016

Act as a single point of contact for phone calls and emails from staff regarding IT issues, requests and queries

Receive, log and manage calls from internal staff via telephone and email, prioritizing and escalating as required, based on the call type

Maintain ownership of user issues, and communicate progress in a timely manner

Provide first line support and troubleshooting of IT related problems from in-house software to hardware, including AV equipment, mobile devices, Laptops, PCs and Printers

Troubleshoot basic network issues such as Wi-Fi, cellular and VPN access

Administer portions of the Active Directory, creating user accounts, resetting passwords, etc.

Manage external technical support requests where problems cannot be resolved internally

Maintain a high degree of customer service for all support queries and adhere to all service management principles

Provide basic in-house training for Windows 8, MS Office 2010 and 2013 (Word, Excel, Outlook, PowerPoint) and other applications as required

Participate in departmental projects as required

FAEGRE BAKER DANIELS, IT Service Desk Analyst I January 2016 – March 2016

Maintain the highest level of customer satisfaction by resolving all tangible problems and concerns.

Field incoming help requests from the firm’s staff via telephone, e-mail, and web portal in a professional, courteous and urgent manner.

Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

Escalate to varying levels of support groups for fast resolution for the end user. Continue management of the ticket until completion and follow-up with end user.

Serve as Incident Manager (rotational basis) to communicate to IT Management and the Firm (when appropriate) any issues impacting end users.

Continuously review and maintain training materials used within the Service Desk including creation of new subject areas and maintenance of existing training documentation.

Assist in the training of newly hired Service Desk Analysts. Mentor/coach team members in areas of customer service, technical troubleshooting, documentation, and overall professionalism.

Actively participate in the development and maintenance of the Knowledgebase including on-going review for consistency, quality, and relevance.

Assist in reporting and analysis of documented resolutions, as well as key performance indicators and trends.

Maintain inventory of firm mobile devices and loaner equipment.

Adhere to existing ITIL processes and participate in the development of new processes that adhere to best practices or ITIL methodology.

UNITEDHEALTH GROUP, Producer Help Desk December 2014 – December 2015

Assisting field agents with accessing states’ Medicaid websites to determine benefit levels

Retrieving system access credentials via password resets

Adding and removing users from Active Directory

System and application install and maintenance (break-Fix issues)

Troubleshoot VPN and Internet connectivity

Resolving issues related to CMS (Center for Medicare and Medicaid) member enrollment

Helping field agents understand how to use proprietary systems (UDP-Advisors)

Interpreting and translating member communications and government healthcare benefits

Partnering with Internal Telesales agents to facilitate French-Speaking members’ enrollment.

REGIS CORPORATION, IT Helpdesk Analyst September 2014 – December 2014

Performed troubleshooting and system incidents management for salon employees

Supported software and hardware networks, including but not limited to: Point of Sale(POS), Inventory scanners, Wireless connections (LAN/WAN/VPN), Printers, LearnSource, general reporting

Maintained Knowledge Base (KB) system while resolving incidents for call documentation

Ensured timely resolution of escalated tickets and followed up with agents as needed

Accessed systems using Jumper-Server to remotely install and fix systems incidents

PEARSON VUE TESTING CENTERS, Helpdesk Specialist / Bilingual French Agent March 2014 – September 2014

Facilitated and uploaded candidates’ online exams worldwide

Executed remote troubleshooting of Wireless Connections (LAN/WAN/VPN) and other platform issues

Resolved escalated issues with proper follow-up, coordinated reservations and processed payments

STREAM-CONVERGYS GLOBAL SERVICES

Technical Customer Support Representative for SIRIUS-XM Satellite Radios July 2013 – January 2014

Assisted in activating/deactivating satellite radios, upgrading/downgrading channel subscriptions

Performed online chat and telephonic basic troubleshooting for customers

Helped agents verify functionality of their radios

Problem identification and resolution, issue escalation and follow up

Help build and maintain KB (Knowledge Base) for issue resolution and documentation

ERCONE International (CAMEROON-AFRICA), Owner March 2009 – June 2012

Planned, developed and implemented company objectives and policies

Oversaw general operations and day-to-day activities of the company

Negotiated contract terms with fishing centers, Ministry of fisheries, animal industries in Cameroon

XEROX CAMEROON (CAMEROON-AFRICA), Technical Support Specialist January 2002 – February 2009

Managed, supported and coordinated Technical Team

Installed and managed issues with XEROX-Machines in Ethernet Environment (LAN/WAN)

Trained users on XEROX-Machines functionalities

Organized and led promotional meetings and tours for XEROX Machines

Negotiated contracts with counterparts’ organizations

Analyzed customers’ accounts, set appointments, made follow-up calls

References available upon request

Contact this candidate